Structured Support. Clear Responsibilities.
Fast Resolution.

Designed to support you at every stage — with transparent case handling, clear service levels, and direct access to our experts. The Customer Portal is your central access point for support and service requests, with Arty always by your side.

Companies worldwide rely on BIC

Our Engagement Process

We are continuously enhancing our service offering to provide you with a more efficient, transparent, and structured support experience. As part of this initiative, we have introduced a central Customer Portal that serves as the primary entry point for all support and service requests related to your GBTEC solutions. To ensure fast and effective handling, our support follows a multi‑level engagement model that has proven successful in complex enterprise environments.

One Portal. Three Levels. Total Control.

First Level

Covered by Customer Expert/Admin

1st Level Support is handled within your organization by a central contact person or system administrator. This role helps bundle requests, clarify basic questions, and ensure that inquiries are well prepared.

The Customer Portal serves as the central platform throughout the entire support process. It provides full transparency on the status of all cases, enables secure document exchange, and ensures a consistent communication channel between your team and GBTEC. This allows all stakeholders to stay aligned, reduces response times, and ensures that requests are handled efficiently and traceably.

Second Level

Covered by Customer Success Management/Support

Our Customer Success and Support Team, as well as our Premium Services Team, provides 2nd Level Support. Once you have submitted a request via the Customer Portal, we will take ownership of the issue, analyse it, coordinate the next steps, and keep you informed about progress. This ensures transparent handling and predictable response times in accordance with our Service Level Agreement (SLA).

Explore our SLA

Third level

Covered by Product Development, Cloud Operations and specialized experts

Our experts from 3rd Level Support are involved when required, for example, in the case of technical deep dives, product defects, or functional questions. This level includes our Product Development, Cloud Operations, Technical Services and specialized experts working directly on a resolution.

Access your support cases anytime, create new requests, and track the status of your inquiries in real time – fast, simple, and secure. Exclusively for registered users.

Learn more about our Service Level Agreement and get a clear, comprehensive overview of our services, response times, and global support conditions.

Explore our SLA

GBTEC Services to Address Through Our Customer Portal

Technical Incidents

Quick resolution of system issues, errors, or performance disruptions to keep your operations running smoothly.

Operations Change Requests

Secure and efficient execution of environment adjustments, integrations, and deployment‑related changes handled by our Operations Team.

Premium Service

Priority assistance for advanced configuration, expert guidance, and enhanced service levels included in your premium package.

Product Enhancements

Submit ideas and feature requests that help shape the evolution of our standard products and influence future releases.

Frequently Asked Questions

How do I get support from GBTEC?

The primary entry point for all support and service requests is our Customer Portal. Authorized contacts can submit requests as cases, track their status, and communicate directly with our Support Teams.

What is a “case”?

A case is a support or service request – comparable to a traditional support ticket. Our case management ensures that your request is handled in a structured, transparent, and traceable manner.

Why is 1st Level Support handled on the customer side?

Many questions can be resolved quickly within your organization by a system administrator or central contact who is familiar with your setup and processes.
This approach:

helps structure and clarify requests,
reduces unnecessary back‑and‑forth,
and enables faster processing once the request reaches GBTEC.

The internal contact then forwards the request to GBTEC via the Customer Portal.

When does GBTEC take over (2nd Level Support)?

As soon as a case is submitted through the Customer Portal, our Customer Success and Support Team takes responsibility. We analyze the request, coordinate internally, and keep you informed throughout the resolution process.

When is 3rd Level Support involved?

Our 3rd Level Support is engaged for more complex topics, such as:

technical or architectural questions,
product defects or incidents,
advanced functional or configuration issues.

In these cases, our Product Development, Cloud Operations, or specialized experts work directly on the solution.

Which topics should be submitted via the Customer Portal?

The Customer Portal can be used for a wide range of requests, including:

technical incidents or system issues,
functional or usage questions,
premium service requests,
operational change requests,
product ideas and enhancement suggestions.

Selecting the appropriate request type helps us route and prioritize your case efficiently.

Where can I find information about response and resolution times?

Response and resolution times are defined in our Service Level Agreements (SLAs), which depend on the type of request and your service level. The relevant SLA documents are linked directly on this page.

Who can access the Customer Portal?

Access is provided to registered contacts within your organization. Additional contacts can be added at any time to ensure new team members can quickly access support when needed.

I’m new in my organization – how do I get support?

Please contact your internal administrator or central contact person first. They can either assist you directly or submit a case to GBTEC on your behalf via the Customer Portal.

Do you have any questions?

Do you have any questions about our services?
Our consultants will gladly assist you and look forward to your request.

sales@gbtec.com +49 234 97645 -110 Contact form

Customer Portal

Global Service Level Agreement